Online Access Free Service-Con-201 Practice Test

Universal Containers (UC) is launching several new features to improve productivity for contact center users.
Which communication channel should UC use to announce new features to contact center users without interrupting their workflows?

• A.Internal Release Webinar
• B.In-App Guidance
• C.Email

The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?

• A.Create reports to analyze data in order to understand peak times and ensure adequate.
• B.Set up analytical snapshots to capture key case Information and create historical trending reports.
• C.Create case escalation rules to route high-priority cases directly to supervisors for resolution.

The contact center supervisors at Cloud Kicks recently implemented Omni-Channel and would like to monitor key metrics such as handle time, speed to answer, and active time. How can the Service Cloud Consultant achieve this requirement?

• A.Create a Case Lifecycle report.
• B.Install the prebuilt reports from the Service Setup Assistant.
• C.Create a custom report type for Case Milestones.

Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal.
Which solution should a consultant recommend?

• A.Service Contracts
• B.Maintenance Plans
• C.Milestones

Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents' ability to find the appropriate answer while chatting with customers.
What should a consultant recommend to meet this requirement?

• A.Einstein Article Recommendations
• B.Einstein Reply Recommendations
• C.Action & Recommendations component